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University of Minnesota
Classroom Desktop Support Technician and Help Desk Coordinator
ITIL
Edtech.com's Summary
The University of Minnesota is hiring a Classroom Desktop Support Technician and Help Desk Coordinator. This role delivers technical support for classroom and desktop environments, coordinates help desk operations, and resolves complex user and device issues through a combination of standard procedures and creative problem-solving.
Highlights
- Provides broad user support services and resolves complex technical issues escalated from the service desk.
- Maintains and troubleshoots classroom audio-visual systems and supports delivery of educational content.
- Coordinates and trains Service Desk student employees, serving as the escalation point for campus assistance.
- Utilizes help desk and issue tracking software to recommend process improvements and manage issue resolution.
- Requires experience with Google or Microsoft Office suites and demonstrated customer service skills.
- BA/BS degree or equivalent combination of education and relevant work experience totaling four years.
- Preferred knowledge includes ITIL frameworks, critical thinking, problem-solving, and strong interpersonal skills.
- Physical ability to lift up to 50 lbs and maneuver around furniture.
- Pay range from $53,000 to $57,000 depending on qualifications and experience.
- Collaborates with network services, developers, and other IT staff to ensure effective technology solutions.
Classroom Desktop Support Technician and Help Desk Coordinator Full Description
Classroom Desktop Support Technician and Help Desk Coordinator
Job ID
376724
Location
Morris
Job Family
Information Technology
Full/Part Time
Full-Time
Regular/Temporary
Regular
Job Code
8631US
Employee Class
Civil Service
About the Job
Purpose of the position:
Provides campus technology service for classroom and desktop support and serves as the Help
Desk Coordinator. In conjunction with the campus Service Desk, provides technical assistance
to faculty, staff, and students. Responsible for administering, maintaining, troubleshooting, and
monitoring applications, programs, computers, devices or other technical products, processes,
or systems. Resolves issues through a combination of adapting standard procedures, research,
and creative problem solving.
Job duties:
User & Device Support (35%)
- Serves as generalist responsible for providing a broad range of user support services.
- Provides technical support to users of computer applications and hardware. Focus is on
non-routine, more difficult or complex problems. Resolves issues escalated by the
service desk. - Creates documentation for internal use by others in support areas.
- Addresses issues of moderate difficulty that can be resolved through a combination of
standard procedures, research and creative problem solving. - Utilizes help desk and issue tracking software to recommend process improvements,
issue management, and resolutions. - Deploys, and maintains workstations and network printers.
- Assists in delivering group training to end users.
- Collaborates with network services, developers, and other IT staff to restore service or
identify problems. - Participates in projects to test, customize, and deploy new technology solutions to meet
unit needs. - Conducts analysis and provides consultations on hardware/software purchasing and
adoption of new technology.
Classroom Support (35%)
- Assist with maintaining audio-visual systems in classrooms, collaboration, and learning
spaces. - Contribute to a standard configuration of classroom technology that supports the delivery
of educational content in the classroom. - Provide technical support for classroom technology.
- Coordinate escalation of audio-visual equipment repair to appropriate manufacturers or
service providers as needed. - Maintain inventory of instructional technology equipment.
Help Desk Coordinator (25%)
- Coordinate and schedule Service Desk student employees.
- Provide technical and customer support training to student employees.
- Serve as Service Desk escalation point for campus assistance.
- Coordinate support efforts with OIT Help Desk services.
Other (5%)
- Other duties as assigned.
Please note, this position is not eligible for H-1B or Green Card sponsorship. This position does not offer a STEM OPT training program.
Priority given to candidates who apply by October 28, 2026.
Qualifications
Essential knowledge, skills, and abilities:
- A BA/BS degree in a field related to the position, or combination of related education and related work experience to equal four years.
- Demonstrated customer service experience.
- Ability to work effectively in a team environment.
- Experience working with Google or Microsoft office software suites.
- Effective oral, written, and interpersonal communication skills.
Preferred knowledge, skills and abilities:
- Experience with ITIL frameworks and methodologies.
- Ability to project a calm, professional demeanor in a variety of settings.
- Strong interpersonal skills including the ability to exercise discretion, confidentiality,
diplomacy, and good judgment in dealing with sensitive topics and varied issues. - Critical thinking, analytical, and problem solving skills, including the ability to anticipate
and recognize issues as they arise, and the ability to make decisions independently
within established guidelines and protocols.
Physical and/or environmental requirements:
- Able to lift up to 50 lbs and or bend/crouch/crawl around furniture.
Pay and Benefits
Pay Range: $53,000 to $57,000; depending on education/qualifications/experience
Time Appointment: 100% Appointment
Position Type: Civil-Service & Non-Faculty Labor Represented Staff
Please visit the Office of Human Resources website for more information regarding benefit eligibility.
The University offers a comprehensive benefits package that includes:
- Competitive wages, paid holidays, and generous time off
- Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
- Low-cost medical, dental, and pharmacy plans
- Healthcare and dependent care flexible spending accounts
- University HSA contributions
- Disability and employer-paid life insurance
- Employee wellbeing program
- Excellent retirement plans with employer contribution
- Public Service Loan Forgiveness (PSLF) opportunity
- Financial counseling services
- Employee Assistance Program with eight sessions of counseling at no cost
While our salary ranges provide a framework, it is important to note that most of the
time, the initial pay may not reach the maximum of the range. This approach ensures
that compensation reflects the value and unique contributions of each candidate while
maintaining equity within our organization. As part of our commitment to fair and
equitable compensation, please be aware that the salary offered to incoming candidates
will be based on their individual credentials and experience.
How To Apply
Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.
Required application materials: resume and cover letter.
Priority given to candidates who apply by October 28, 2026.
Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.
Diversity
The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.
The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu
Employment Requirements
Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.
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